A customer experience about Villa Plus by Anonymous

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What happened

We were due to visit Calahonda, Spain on 30th May 2020 having booked a villa-only property for one week through Villa Plus Limited (a UK registered company). Due to the COVID-19 lockdowns in both Spain and UK we were unable to travel . However , Villa Plus are refusing to refund us the full payment of £2327 as they maintain that the villa in Calahonda WAS available for us to rent and it was our decision not to travel . This is clearly contrary to both UK and Spanish government advice. Moreover Villa Plus has not responded to any of our emails or letter and the telephone cuts off automatically after holding for 21 mins so we have not been able to speak to anybody. They now tell us that we have to make a claim through our insurance and if unsuccessful, will be considered for a credit note . This is in breach of Under The Law Reform (Frustrated Contracts) Act 1943 and Section 49 of the Consumer Rights Act 2015 and the advice that theTransport Secretary gave last week . There are hundreds of other customers that we know of , through social media , who are in the same situation with regards to Villa Plus . They appear to have changed their t&c’s almost weekly on their website since lockdown started and theUr position of refunding villa-only bookings. In addition, contrary to their acknowledgement of full payment email in February, the documents that we would need to access the villa 10-14 days prior to travel were never released, and indeed even on what would have been the last date of our holiday, were unavailable. Nationals in Spain were not allowed to travel outwith their province and tourists are not allowed until July . No details were given by Villa Plus as to how they were dealing with the pandemic re the cleaning and maintenance of their properties either and so we can fail to see how the property would have been available. Naturally we would not wish to holiday with this firm again and acceptance of a voucher is out of the question, especially since we know we are entitled to a monetary refund.

What I wish had happened

A full monetary refund in respect of a frustrated contract .

Where this happened

On the Internet - https://m.villaplus.com/

Villa Plus Customers

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33% Financial Loss

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24% Customer Service

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21% Communication

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9% Fraud

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3% Rudeness

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2% Quality of product

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2% Delivery

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1% Inconvenienced

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1% Discrimination

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1% Returns

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1% Delay

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Leisure Customers

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33% Financial Loss

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24% Customer Service

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20% Communication

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9% Fraud

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4% Rudeness

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2% Other

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2% Inconvenienced

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2% Quality of product

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1% Delivery

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1% Discrimination

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1% Returns

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1% Delay

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0% Embarrassment

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0% Injury

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Furious

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